Waiting Line Management
Performance measures
- Average time in queue
- Longest time in queue
- Average queue length
- Longest queue length
- Average total time in system
- Maximum total time in system
- Average number of customers in system
- Maximum number of customers in system
- Probability that service facility will be idle
- Service facility capacity utilization
Management decision areas
- Arrival rate and distribution management
- Number of service facilities
- Number of servers per service facility
- Structure (phases) of service facility
- Type of line & discipline (priority)
- Server efficiency (service time)
Managerial implications
- Cost to provide waiting space
- Possible loss of business if customer refuses to enter
line, or leaves
- Possible loss of goodwill
- Possible reduction in customer satisfaction
- Congestion or disruption of other business operations
and/or customers
- R. S. Kulzick -
2/23/2005 -
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Copyright © 2005 Kulzick Associates, PA - Last modified:
February 23, 2005